Human-Computer Interaction: Ergonomics and User Interfaces - Vol. 1

the new IS took place only after the implementation during customer serving
situations.

Most employees (71%) felt that they had received a sufficient amount of support
in the use of a new IS. IT support was used widely: the employees sought
support from the computer, manual instructions, their co-workers, the unit's
experts, the company's help desk, and their superiors. In the qualitative data
especially the help from co-workers was experienced to improve psychological
well-being and job satisfaction.

In the quantitative data, the correlations of communication, training and IT
support with job satisfaction and psychological well-being were examined.
Psychological well-being was measured with nine questions concerning, e.g.
anxiety, concentration and self-confidence ( Elo et al. 1992). Cronbach's alpha
of the sum scale was 0.93. Also a sum scale was made of six measures of
communication. Cronbach's alpha reliability coefficient of the sum scale was
0.88. Fluent communication correlated positively with job satisfaction (p<0.001)
and psychological well-being (p<0.001). Similarly, the relationships between a
sufficient amount of training and support in the use of the information system
and job satisfaction were statistically significant (p<0.01). A sufficient amount
of training correlated statistically significantly also with psychological wellbeing (p<0.001).

4

Conclusions

The results confirm the relationship between technical functioning and
management of change, and psychological well-being in the implementation
process of new IT. Technical difficulties in IT affect the employees'
psychological well-being. From the end-users' point of view some of these
technical difficulties could be prevented if the system designers were better
acquainted with the end-user's work, and the co-operation between the end-users
and system designers could be improved during the implementation process.

Similarly, efficient communication, a sufficient amount of training and support
in the use of the information system correlated positively with job satisfaction
and psychological well-being. It is therefore concluded that more attention
should be paid to the organizational and social factors involved in the
implementation process of a new information system.

5

References

Eason K. ( 1996). "Implementation of information technology in working life". In Rantanen J. & co (Eds.): Work in the Information Society. People and work.

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